Connectivity
This page describes how to troubleshoot the following connectivity issues that customers might encounter:
We recommend following these steps to ensure the correct function of the eSIM profile.
1. eSIM Configured Incorrectly
First, check if the eSIM was successfully installed using the Gigastore API.
If the eSIM is installed but shows No Service, ask the customer to perform the following steps and try to connect after each action:
Ensure roaming is switched on in the settings.
Turn off the WiFi and restart the device.
Turn off LTE mode/toggle to 3G, and restart the device.
Switch to manual network selection and try them one by one, restarting after each.
Remove the physical SIM for some minutes and try to trigger a connection using a browser, for example.
Please ensure the user has not added a phone number to their eSIM.
Please note that on older iOS versions, the networks on the manual network selection might all be called DENT, but they are all individual networks.
2. Wrong APN
At this point, the customer should have confirmed that the eSIM is installed and configured correctly. If the connection is still missing, the customer might have an APN that does not work in their country. An indicator could be that the device shows a connection, but no data can be consumed.
The default APN global.telcoequity should work in most cases. Still, some operators might not have updated the settings yet. In those cases, it is worth trying to change the APN to establish a connection to the network. Ask the customer to change their APN to plus.
If the user with plus APN complains about being located in Poland (IP) they can change the APN to global.telcoequity.
3. Other connectivity issues
If the connection problem persists, the customer likely requires changes to their eSIM from our system. To find and fix the connection issues, please file a support ticket, so we can take a closer look at the case. Please add the following information to your request to speed up the support process:
Customer’s ICCID
Customer’s current country
Customer’s device OS
Customer’s device model (optional)
Further notes (optional)
Attached files, e.g., Screenshots (optional)
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